Smartway2 Limited

Smartway2 - Room and Desk Booking Software

Smartway2 is a cloud-based resource management tool for booking meeting rooms, desks and other space types built on AWS.
The system integrates with Outlook, 365, OWA, Teams and Zoom.
Apps are available on iOS and Android for tablets and smartphones to book Room and Desks on integrated floor-plans.

Features

• Room Booking
• Desk Booking
• Visitor Management
• Meeting Room Panels
• iOS and Android Mobile Applications
• Digital Signage
• Active Directory Integration and Single-Sign-On
• Outlook Integration
• Floor Plan Integration
• Catering and IT Services

Benefits

• Improve Meeting Room Utilisation
• Support Agile Working
• Flexible and Scalable Cloud Solution
• On Demand Booking using panels, kiosks and mobile apps
• Reduce no-shows
• Quick and Easy to Configure and Deploy
• Zero Footprint Installation
• Streamlines the Visitor Experience
• Integrate with existing systems using our bi-directional API
• Create a more collaborative office environment

£20 to £330 a unit a year

• Education pricing available
• Free trial available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at mhiles@smartway2.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

577684148730485

Contact

Martin Hiles
01494 230039
mhiles@smartway2.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: No
• System requirements: Internet Access

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Application support is provided Monday to Friday between 9:00 and 17:30 by telephone and email; Users can log issues 24/7 on our Smartway2 portal; The response time is dependent on the type of risk. Questions on email and via the portal will be addressed as follows; Urgent – Fix within 8 business hours; Medium – Fix within 10 business days; Low – Fix within 60 Business Days; Issues raised via telephone will be addressed immediately; Infrastructure and Monitoring support is provided 24/7; 09:00 – 17:30, Monday through Friday (excluding local holidays)
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: There are three levels of priority:; ; Urgent - An Error that:; • Prevents the Services from processing a time-critical business process; • Completely prevents one or more users from accessing Customer Data or putting new Customer Data into the Services; • Causes loss or corruption of Customer Data. Examples:; • Cannot save any changes; • Cannot open any Service Request; ; Medium - An Error that hinders a business process but is not necessarily time critical; Examples:; • Unable to generate a standard report for a non-time critical business process (and Customer Data not available via other means); • Room panel is off-line; ; Low - An Error that affects an important function of Services, but not vital for it to be resolved in the short term and/or where a reasonable work-around is available.; Examples:; • Unable to generate a standard report, but the Customer Data is available via another report; ; This is our standard SLA and it forms part of the clients normal subscription package, at no additional cost.; A Technical Account resource who has product knowledge will address the problem directly with the customer.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Smartway2 is a zero footprint solution, app and web based which is easy to deploy. We have a simple on-boarding service as follows;; ; Stakeholder Workshop; • Demonstrate key functionality; • Agree Scope of Implementation; • Define workflow; • Identify users & roles; • Specify Rules and Restrictions; • Discuss integration with AD, ; • SSO and Exchange with IT representatives; Data Collection ; • Client populates data collection template; • Meeting Room Information (capacity, equipment etc.); • Desks and Floorplans; • Users / User Groups; • Hours of operation; Remote Configuration by Smartway2; • Remote configuration of database; • Configure Categories & Colours; • Population of resource data; • Configuration of Business Rules; • Enable Notifications; • Catering & Other Services; • Approval Process; Validation and Testing ; • Demonstrate configured system to stakeholders; • Make final adjustments; • Gain acceptance of configured system; • Training – Admin / Users; • Plan Go-Live; • Post On-Boarding Check Up; Training Services; • Training services can be provided remotely or on-site; • Administrator and end-user training are provided; • Smartway2 will issue training document to support roll-out
• Service documentation: Yes
• Documentation formats:
  • PDF
  • Other
• Other documentation formats:
  • Word
  • Excel
  • Powerpoint
• End-of-contract data extraction: A suitably authorised user can export all data easily to excel. ; ; Please note that any data on our services will be deleted within 30 days.
• End-of-contract process: The customer can gain access to their data and export it via the reporting tool prior to contract closure. Upon subscription lapse, access will be removed to the customer. Data remains available from termination for 30 days upon which access to the client’s data can still be made available upon request. Data will be removed from our servers within 30 days

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The user-experience is exactly the same in all interfaces.
• Service interface: No
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: Smartway2 is delivered with a fully documented JSON Web Services API, complete with Code Examples.; ; The API provides a speedy method of integrating with other systems and services, such as Video Conferencing, Catering, Visitor Management , HR and Accounting systems, Sensors, and Business Intelligence Analytics.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Smartway2 has an admin console allowing authorised users to Create or Modify;; • Custom Fields; • Business rules; • Email and In-app notifications; • Reports; • Approval Workflows; • Services and Lead-times; • Meeting Categories and Colours; • Look and Feel (Branding); • Hierarchy; • Access Rights; • Resource Types; • Floor Plans

Scaling

• Independence of resources: Smartway2 is hosted internationally by Amazon Web Services (AWS), which provides load balancing and auto scaling services in order to compensate for variable levels of demand.

Analytics

• Service usage metrics: Yes
• Metrics types: Access to metrics is via the reporting module in Smartway2; Users can report on bookings at specific locations and date range.; Reports include;; • Utilisation; • Services, quantities and Costs; • No-Shows; • Custom Fields; • Inventory; • Requests and Approvals ; • Audit Log; ; The end user can create their own custom reports, and users have the ability to import data from other sources - eg. sensors
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Security Clearance (SC)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
• User control over data storage and processing locations: Yes
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: Data is stored in an encrypted RDS instance in AWS to AES-256 standard; Databases and PII within the data is also encrypted
• Data sanitisation process: No
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: This is easily done via the reporting module into Excel
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: Smartway2’s client systems are in commercial (AWS) data centre environments. The systems are designed to provide a high level of reliability and recoverability. This includes failover, redundant power, redundant network, data backup and disaster recovery. ; Globally we use Amazon Web Services (AWS) for both production and DR.; DR testing for both environments should be performed annually. ; Minimum system uptime for Production Systems is 99.5%, measured monthly. ; Systems are also generally available outside business hours, with the exception of scheduled maintenance. Scheduled maintenance is carried out after giving clients at least one week’s notice.; A DR event, such as a major disaster is treated outside of the production systems availability SLA, but has a maximum outage time (RTO) of 8 hours.
• Approach to resilience: We provide load balancing architecture - details can be made available upon request.; The application leverages AWS load balancing and dynamic routing components to ensure lowest latency and highest availability. ; Application servers are split between two (at least) availability zones within each region to ensure continuity of service should one availability zone become unavailable. ; Elastic load balancers distribute the traffic across the available servers. ; Servers are grouped under auto scaling groups which allows for the increase in processing capability if the application is put under stress.
• Outage reporting: Email alerts will be sent for Planned Maintenance Works. Email alerts are sent to Client Administrators and Technical contacts, to advise of plans, remedies and general communications. If the client has an outage, a ticket will be raised following an email, portal log or telephone call

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Access is controlled as follows;; • Multi-factor authentication for named admin users to the hosted environment; • Support Portal - dedicated client users with username and password; • An email alert goes to the support agent with a unique ID; • Access levels are reviewed periodically
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: British Assessment Bureau
• ISO/IEC 27001 accreditation date: 06/09/2019
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications: ISO 27001

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: ISO 9001
• Information security policies and processes: Smartway2 is committed to the establishment and maintenance of the Information Security Management System (ISMS) described in our Information Security Policy and implemented by Smartway2 to meet the requirements of ISO 27001:2013.; ; All members of Smartway2 staff within the ISMS impacted business areas shall strictly adhere to the policies and security procedures, which support the Information Security Policy.; The objectives of the ISMS are to:; • Meet legislative and regulatory requirements ; • Design, develop and run secure resilient applications ; • Identify and manage Information Security and Cyber Risks ; • Identify and manage risks within the supply chain Smartway2 ; ; These intrinsically include: ; • Continual review and improvement of the ISMS and Controls ; • Comply with Customer security requirements ; • Report on the effectiveness of the ISMS and controls to the CEO ; • Provide assurance that Information Security is inherent within Business as usual activities

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Smartway2 operate a thorough Change Request Process, and once a change request has been raised, it is documented and discussed as part of weekly triage. The request is placed on our CR system. The enhancement is addressed as follows;; • Evaluation ; • Development ; • Code Review ; • Quality Assurance ; • Deploy; ; Security needs to be considered at various stages. This translates into security gates throughout the process, at follows;; • Secure Requirement Review; • Risk Test Planning; • Secure Design Review; • Code Review; • Penetration testing; Changes are deployed as part of our normal deployment methodology.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Security and event monitoring is in place on the hosted environment to capture all privileged activity, in addition to the automated alerts that are configured.; ; When a vulnerability is identified, the issues will be weighed according to the rules outlined in the Risk test planning section.; Based on the Exposure obtained from this classification, the vulnerability or risk will be ranked ; Tests will be designed to be integrated to the regression tests (either automated or manual depending on the case) for future iterations.; ; Patch deployment - Not critical - within next maintenance window ; Critical within 30 days following successful testing
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Automated alerts go to relevant parties in Smartway2. In the case of an availability or performance metric alert, the support team will be notified. In the case of an intrusion or intrusion attempt, the security officer and team will be notified. A triage will take place to classify, prioritise and assign the incident. Classification will fall into one of four categories.; Critical, Significant, Minor, Negligible; Checks are performed automatically on the application, and automated alerts are dispatched to the team in case of availability events.; Not critical are patched within next maintenance window. Critical within 30 days following successful testing
• Incident management type: Supplier-defined controls
• Incident management approach: Application Issue - ; For every incident a ticket is always raised via the Portal, Email or Telephone. These tickets are categorised – Critical, Medium or Low. The issue is addressed as per our SLA. A Root cause analysis is carried out for critical issues and communicated back to the customer; ; Hardware Issues - ; Hardware supplied by Smartway2 will be covered by their subscription plan. Faulty units should be returned to Smartway2 for assessment. Where appropriate, replacements will be returned to client within 5 working days of receipt of faulty unit, subject to availability.

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: No

Social Value

• Fighting climate change:

  Fighting climate change

  Member of the UN's Climate Ambition Accelerator program - setting science-based emissions reduction targets, to achieve net-zero by 2050.
• Covid-19 recovery:

  Covid-19 recovery

  Smartway2 has a full Covid-2019 Space Management module, allowing for the booking of space to support Social Distancing, controlling capacity management, minimising contact between users with the added ability to support end user questionnaires via the interactive order form, or via embedded links in Emails.

Pricing

• Price: £20 to £330 a unit a year
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: We offer trials from 2 weeks to 1 month.; Access to all parts of Room and Desk Booking are provided.
• Link to free trial: We offer a Proof of Concept for eligible opportunities

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at mhiles@smartway2.com. Tell them what format you need. It will help if you say what assistive technology you use.